At HZC Power we pay attention to high quality standards and check our machines regularly. Unfortunately, however, we cannot control everything and in individual cases unplannable defects or deficiencies occur. Please note our applicable business terms and our right of withdrawal for consumers, this information is only valid as an exemplary statement.

Explanation of the procedure

First and foremost, we would like to apologise for any inconvenience caused and assure you that we will provide fast and uncomplicated assistance in the event of a defect. Please pay attention to the duration of the warranty prescribed by law.

In order for us to be able to guarantee the fastest possible processing, please send us an e-mail to info@hzc-power.com. It would be very helpful if you could provide us with meaningful photos or, at best, short video sequences of the defect or problem. Please also include the buyer’s name and a callback number. A member of our staff will contact you as soon as possible (usually within 24 hours) to discuss how to proceed. If the defect is a warranty case, we will of course assume all costs incurred.

In general, there are three approaches to solving the problem, which we would like to introduce briefly:

Situation 1

It is a single defective part which can easily be replaced. In this case, our technical staff would explain the replacement to you sufficiently and discuss with you whether this is feasible for you. We would then send you an appropriate replacement part, which you would then replace on your own.

Situation 2

It is not easy to replace the defective spare part, but a workshop can easily repair the machine on site. In this case, we would ask our partner workshops or workshops in your area to carry out the repair promptly at our expense. A member of staff will be your direct contact and inform you about the current status.

Situation 3

In the rare case that the defect affects the article as a whole and a simple repair is not possible, a forwarding agent will collect the defective machine from you. Either the machine will be repaired by us in a timely manner or you will receive a replacement. We ask for your understanding that we cannot assume any possible downtime costs.

Should you have a problem with one of our machines, please do not hesitate to contact our customer service with your name, call-back number and pictures at info@hzc-power.com.


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